Canada Goose Chicago — Local services in Chicago

It has now been nearly a month since my visit (1/19/22 around 5pm) to the N. Michigan location, and I still cannot believe what transpired (even with the amount of time that has passed to let the dust settle). I received a jacket as a gift for Christmas (in the state of Florida). Unfortunately, it did not fit, so after the holidays, when I returned to Chicago, I planned to return it at the N. Michigan location. I showed up within the 30 day window, only to learn that the store had actually closed early that day due to the holiday – not to mention, I tried to go a week earlier, but similar to the other reviews, the line did not allow for a timely return. I finally had a chance to enter the store 30 days from the date of the delivery of the jacket (32 days since "day of purchase") to exchange the jacket for a more expensive one. This is where I become appalled at the customer service that this store exuded. First, after waiting an abnormally long time for the rep to “approve” of the return, THREE employees returned in a mob-like setting with intimidation to let me know that I am beyond the 30-day window of purchase. I won’t even go into the issue this store has with long lines, and more importantly, the way retailers have ditched this antiquated policy due to Covid. Then, after a brief back-and-forth about the policy, as if they just had a laundry list of excuses, they tell me that the coat also has a “strong smell of smoke.” The jacket had been in a bag, in a non-smoking house, with non-smoking people, and never once was around smoke. Then, the rep doubled down and said “yeah even when I walked by my manager pointed it out right away.” Let me be clear – if I handed this jacket to 1,000 people, not one single person would tell me the jacket smelled like smoke (assuming it wasn’t the manager of the Canada Goose store). I cannot believe that I had to leave the store feeling absolutely humiliated by a group of three employees. They (reluctantly) bagged the jacket back up for me and sent me on my way. There I am, trying to exchange the jacket for a jacket that costs an extra $700, and these employees, who have absolutely zero (ZERO) integrity, turned me away. After a series of phone calls with their warehousing team, I was finally able to return the jacket, which (no surprise at all) must have been deemed up to par in terms of the “aroma” of the jacket. I am nothing short of dumbfounded and could not recommend...

I had the unfortunate experience of shopping at the Canada Goose store on Michigan Avenue, and I can confidently say it was one of the most frustrating and disappointing retail encounters I’ve ever had. From the moment I stepped into the store to the endless weeks of follow-up, this location seems entirely uninterested in providing any level of customer service. If you’re thinking about visiting, I strongly suggest you reconsider and instead order online. First, let me start with the complete lack of communication. I had an issue with a store-to-store transfer of a coat I had ordered, and I found it impossible to get any updates on the status of my item. No one answers the phone, and voicemails go completely unanswered. It's as though the staff operates under the assumption that customers will just give up and go away.

After waiting for three weeks without so much as a VOLUNTARY peep from the store, I finally managed to speak to someone, who I later learned was Daisy. She said that the coat had arrived to their store from the other store instead of coming to our home. I asked if my husband and I could simply come to the store and pick up the jacket, which seemed like a reasonable request after such a long wait. She said no, claiming that the coat had already been shipped out. However, when I received tracking details, I was given nothing—no shipping label, no tracking number, nothing. In fact, UPS’s linked stated that they hadn’t even received the package. My logical assumption was that the jacket had not been shipped out as Daisy claimed. To say this was frustrating would be an understatement. The stock is limited, and what you see on display is essentially all you're going to get.

I felt I had no choice but to escalate my issue by calling Canada Goose’s customer service line multiple times, but of course, this also led to zero resolution. I was passed from one representative to another, each offering no real solutions or insight into my situation. This was a store issue.

In summary, this Canada Goose location on Michigan Avenue is a textbook example of terrible service. No communication, unhelpful staff, dishonest answers, and a complete disregard for customer satisfaction. I strongly recommend that you avoid this store and order directly from the website or another location if you must.

Save yourself the headache and frustration—take your...

Absolutely worst experience ever! I have visited this location 3 times and have experienced the absolute worst customer service each and every time. The first time I visited this location was in March. It was freezing cold and they were making people wait outside. You would think that if they were making customers wait outside in freezing cold weather, that Canada Goose would have outdoor heaters or some coverage from the elements but no they didn’t.

Nonetheless I patiently waited in the freezing cold weather until it was my turn to go in. I had previously purchased a coat at a different Canada Goose location (they had stellar customer service) and just wanted to verify some specs regarding the coat to ensure that I purchased the best coat for my needs. Needless to say the sales person couldn’t answer my questions and basically regurgitated the same information that was online which made my visit to the store a completely waste of my time.

In the second experience, I took a friend to this store because she needed to buy a winter coat. Again same experience in terms of waiting outside in the elements. We asked why they are making people wait outside and receive mediocre excuse that store had reached its maximum occupancy, which was absolute lie because you could see through the glass window and the store was not full at all. So we ended up leaving the store.

Today again experience the same thing and was told the same lie (maximum occupancy levels) as the reason for making people wait outside. I asked to speak to the store manager and door attendant said that she was the store manager, at which point I tried to explain my frustration with every visit to this store. The “store manager” was indifferent about the customer experiences and trying to address the issue. At which point I left.

I have purchased 2 Canada Goose coats at different locations (received excellent service in their southern California location and Montreal, Canada location) so recognized that the deplorable customer service was unique to this location. However, after this third and definitely last experience, I will no longer shop at Canada Goose and will opt for other brands that value consistency in providing stellar customer service to their customers each...